河北科技师范学院《旅游英语》课程实习报告院（系）：工商管理学院专业：旅游管理班级： 1302姓名：王玉丽旅行社实习报告一实习目的1.完成学校统一要求的参与社会实践活动的任务2. 提高自己的导游服务技能，处理好与同事的人际关系，做一个优秀的导游和团队人员。

3. 通过实习真正意义上接触社会以此来增加生活阅历，更加深入的了解社会，为即将步入社会的自己打下良好的基础4. 旅游业近几年得到了高速的发展，在高速发展的同时也出现了一系列的问题，有问题就有机会，通过对旅游行业的不断了解，找到创业的机会。

5.通过在旅行社的实习更加具体深切的了解旅行社业的整个工作流程，锻炼自己对所学理论知识的消化应用。

6. 向旅行社的管理人员多学习一下管理经验。

二实习内容1. 了解旅游地的内外交通、旅游地的环境保护等。

2. 了解旅行社的服务规程及管理要领.。

3. 了解旅行社的性质，经营业务与管理模式。

4.担任地陪工作的导游人员：（1）认真做好旅游者在本站的接送服务；（2）严格按照接待计划确定游览日程，安排好旅游者的食宿、游览、购物、文娱等活动；（3）热情做好导游讲解工作，积极向旅游者介绍和传播中国文化；（4）妥善处理好旅游相关服务各方面的协作关系，认真处理旅游者发生的各类问题；（5）维护旅游者的人身和财物安全，做好事故防范和安全提示工作。

三实习单位介绍中青旅旅行社是秦皇岛较早的旅行社之一。

一直充分注重对社会的回报与人才的培养。

本社多年以来一直以“服务创品牌，满意在非凡”为立社之本，以“诚誉、守信、兑诺、前瞻、安全”为服务宗旨，热心为新老客户服务。

有着先进的管理理念和管理系统，拥有一批业务熟练、知识广博、经验丰富的管理、销售队伍和训练有素、服务优质。

主要经营业务有：中国公民国内旅游、出境旅游、港澳旅游、入境旅游、会务旅游、休闲旅游，民俗旅游、等；旅行社自成立以来，始终注重信誉和服务质量，赢得了海内外客户和旅游行政管理部门的好评。

旅行社始终秉承卓越的企业精神与专业的经营态度，扎根于对旅游目的地历史、地理及风土人情的了解，用心规划每一个旅游行程，推广深度旅游概念；配合全面的质量管理体系，从根本上保证顾客对旅程有自由的选择，有幸福的感受四实习报告正文实习期间，我非常荣幸的到旅行社进行实习工作，期间的工作从前台的服务员到导游中各项不同工作中积累了不少的经验以及收获甚多。

对于这次实习，是我继去年酒店实习后的一个长时间的实习工作，我的实习目的在于从实习中考察自己对专业知识所掌握的情况，将知识与实践相结合，在实践中提高自己的整体素质，为日后的工作打下基础。

我平常的时候是去销售一下旅游线路，在实习的过程当中不断找到自己的不足，增加自己的带团经验和导游服务技能，提高自己的交流能力，在真实的工作环境下，认识自我，磨炼意志，锻炼心态，克服实习过程中出现的困难和挫折，真正做到理论与实际相结合。

其次是负责前台接待和咨询的工作，在这项工作中我首先是要充分了解我们旅行社推出的线路，如线路的行程如何安排、住宿情况、交通工具、游玩景点和要注意的事项等等。

之后慢慢熟练了解业务内容后，参与了公司新线路产品的制作过程。

作为新人，当然帮忙做一些其他琐碎的工作是我们的责任，虽然是这样但是我还是在简单的工作中学到了很多东西，知道作为一个旅游工作人员不管从事哪方面的工作都要学会细心要有强烈的责任心。

实习期中，各项工作中我都接触到很多新鲜事并多中学会了学会摸索客人的心理，对此也总结了一些经验，知道在游客到来时应该做到微笑服务，有针对性的向游客介绍旅游产品，在服务过程中态度要诚恳要真的设身处地为游客考虑，这些工作经验对我毕业后真正踏进社会工作将有着更大的影响和帮助。

实习工作过程中的收获在旅行社的内部工作，我不仅接触了前台服务员的接待工作，也接触了旅行社内部运行工作的情况，在一定程度上对旅游市场运作得到了充分的认识和学习，同时我还曾多次作为导游员带团出游。

另外从我对旅行社日常的管理和计调上的观察，有助于对所学过的管理学和人力资源管理学等科目的深入理解，进一步完善了自身的知识体系和提高了自己的管理能力。

对现今这个需要专业技术和全方位能力人才的市场中认识到了自己需要，取长补短，弥补和进一步学习，对我以后无论在学习上还是生活中都有着极大的帮助。

（一）接待在接待工作中，对于在和客人交谈旅游线路时的谈话、举止等要适当其分。

因为客人对你的第一印象非常重要，如何在短时间内让客人信任你然后参与你的团队工作是个很好的前提。

我认为，第一要必须面带微笑，让客人觉得有一种亲切的感觉；第二是在做介绍线路时要时刻以客人的立场上出发，投其所好；第三是对于外出游玩的介绍上，要及时向客人说明当地的消费情况、风俗情况、注意事项等。

更重要的是要时刻站在客人角度上为他们着想，他们才会觉得我们是真的很体谅他们，尽心尽力在为他们服务。

总之，在接待与服务的工作上，不仅要掌握好线路的流程而且还要懂得摸索客人的心理等技巧。

旅游接待工作在很大程度上就代表了旅行社的形象。

由于旅游产品具有很强的综合性，接待的过程就是服务实现的过程，所以，接待工作是一项综合性很强的工作。

由于旅游产品是先购买、后消费，为了保证旅行社的产品质量，使客人满意消费者满意，旅行社全部的服务过程要按照规范，标准来实现，只有这样才能使接待工作能顺利进行，所以，接待工作具有很强的规范性。

旅游活动包含着对文化的了解、对知识的渴求，这在客观上要求接待工作具有较高的文化性，接待工作的主要部分是导游接待服务，导游接待服务不仅要帮助，照顾客人的旅行生活,更重要的是要在讲解的过程中传播文化，所以，接待工作具有较强的文化性。

由于接待工作是独立进行的，接待人员和客人是双向交流的。

（二）计调在旅行社中，计调首当其冲成为其中一个形象代表。

它是旅行社完成地接，落实发团计划的总调度、总指挥、总设计。

“事无巨细，大权在握”，计调工作具有较强的专业性、自主性,、灵活性。

如果说“外联”是辛勤的采购员，那么计调就是“烹饪大师”，经他们的巧手要把“酸、甜、苦、麻、辣、咸”的不同滋味调制出来以满足不同团队的“口味”，确实需要一定的技巧。

所以，计调人员要提高工作效率，避免差错应注意以下几个方面的问题：1、首先是人性化。

计调人员在讲话和接电话时应客气、礼貌、谦虚、简洁、利索、大方、善解人意、体贴对方，给人亲密无间、春风拂面之感。

每个电话、每个确认、每个报价、每个说明都要充满感情，以体现你合作的诚意，表达你作业的信心，显示你准备的实力。

书写信函、公文要规范化，字面要干净利落、清楚漂亮、简明扼要、准确鲜明，以赢得对方的好感，以换取对方的信任与合作。

一个优秀的计调人员，一定是这个旅行社多彩“窗口”的展示。

2、然后是条理化。

计调人员一定要细致地阅读对方发来的接待计划。

重点是具体时间、人数、用房数、是否单双间、小孩是否占床、用早、政府税如何缴纳。

抵达大交通的准确时间和抵达口岸，核查中发现问题及时通知对方，迅速进行更改。

此外，还要看看人员中有否少数民族或宗教信徒，饮食上有无特殊要求，以便提前通知餐厅。

如果发现有在本地过生日的游客，记得要送他一个生日蛋糕以表庆贺。

如人数有增减，要及时进行车辆调换。

条理化是规范化的核心，是标准化的前奏曲，是程序化的基础。

3、再次是周到化。

“五定”（定房，定票，定车，定导游员，定餐）是计调人员的主要任务。

尽管事物繁杂缭乱，但计调人员头脑必须时刻清醒，逐项落实。

要做到耐心周到，还要特别注意两个字：第一个字是“快”，答复对方问题不可超过二十四小时，能解决的马上解决。

一定要争分夺秒，快速行动。

第二个字是“准”，即准确无误，一板一眼，说到做到，“不放空炮”，不变化无常。

回答对方的询问，要用肯定词语，行还是不行，“行”怎么办，“不行”怎么办。

千万不能模棱两可，是似而非。

不然很难让客户产生信任，缺乏安全感，或许生意就这样“黄”了。

4、还有就是多样化。

组一个团不容易，往往要做到价格既要低质量又要好，计调人员在其中往往发挥很大作用。

因此，计调人员要对地接线路多备几套不同的价格方案，以适应不同游客的需求，同时留下取得合理利润的空间。

同客户“讨价还价”是计调人员的家常便饭，有多套方案、多种手段，计调就能在“变数”中求得成功。

不能固守“一个打法”，方案要多、要细、要全，你才可“兵来将挡，水来土掩”，纵然千变万化，我有一定之规。

5、最后就是知识化。

计调人员即要具有正常作业的常规手段，还要善于学习，肯于钻研及时掌握不断变化的新动态、新信息，以提高作业水平，肯下工夫学习新的工作方法，不断进行“自我充电”，以求更高、更快、更准、更强。

如要熟练掌握宾馆饭店上下浮动的价位；海陆空价格的调整，航班的变化；本地新景点,新线路的情况，不能靠“听人家说”，也不能只靠电话问，应注重实地考察。

只有掌握详细，准确的一手材料，才能沉着应战，对答如流，保证作业迅速流畅。

（三）导游即使单纯的作为导游来讲，工作也是比较辛苦的。

前几周的主要事情就是熟悉旅行社的各条线路和新导游可能会去带的一些一日游旅游团，这样我不仅将自己以前的导游知识温习了一遍，还积累了一些经验。

在此过程中重点就是去熟悉导游业务知识。

背导游词，背到滚瓜烂熟，烂记于心是很重要的，而且还不能像背课文一样死记硬背，还必须要有趣味性，要拓展知识链，能够将各种相关知识融会贯通。

接下来几周周的时间就是自己独立的带一些去西柏坡，天桂山，苍岩山等旅游团。

因为去的次数的增多，少了一些新鲜感，重复的工作就会多一些，这就更考验一个导游的耐性和基本功了，我坚持不懈的做了下来且没有叫苦叫累，因此一个月下来得到了领导和同事的一致好评。

闲暇时我也会给自己充充电，看一些相关的书籍。

当导游带团不是一件容易的事，不仅要有熟练的导游知识、丰富有趣的话题、多样的娱乐项目，还要掌握吃、住、行、游、购、娱整个活动的操作流程。

要具备灵活处理突发事件的能力和良好的心理素质。

五·实习感受及体会通过在旅行社实习，我了解到服务性行业所需要的人才不仅是要有一定的专业知识，更重要的是懂得如何为人处事和接人带物，以及对旅行社顾客的耐心以及责任心，期间我感觉在学校学到的理论知识和自己在工作中实践其实并不是一个概念，我想这也是学校之所以暑假让我们学习的原因，让我们进一步的巩固和理解课堂所学知识，培养和提高我们的能力，理论联系实际，我认为旅游管理专业中实践环节重要的是理论联系实际，提高了我们调查研究，观察问题，分析问题和解决问题的能力和方法，培养在校大学生在社会中的生存及能力。

实习的两个多月带了多个旅游团，这不仅使自己的专业技能得到了提高，增加了旅游带团的经验，也使自己更加真切的体会到了工作的酸甜苦辣。

当我实习期满离开旅行社前，老板对我工作的认可和对我认真工作的表扬让我感到了极大的快乐！Travel agency practice report一Internship purpose1. Complete the school uniform requirements mission to participate in social practice activities2. To improve their tour guide service skills, deal with interpersonal relationship with colleagues, doing a good tour guide and team members.3. Through the internship in the true sense touch society in order to increase the life experience, more in-depth understanding of the society, to step into society to lay a good foundation for yourself4. Tourism obtained high speed development in recent years, in the high speed development as well as a series of problems, there are problems will have the opportunity, through the understanding of tourism industry, find business opportunities.5. Through the opening at the travel agency practice concrete more deeply understand the entire working process of the travel agency industry, exercises oneself have digestive theoretical knowledge application.6. To travel agency managers learn more management experience.二The internship contents1. Understanding of tourism destination, both inside and outside traffic, environmental protection of tourist sites.2. The main point. Knowledge of travel agency service and management.3. To understand the nature of the travel agency, business and management mode.4. As a local guide work guide's personnel:(1) the tourists earnestly shuttle service on this site;(2) in strict accordance with the reception plan to determine the tour schedule, arrange tourist accommodation, sightseeing, shopping, entertainment and other activities;(3) the enthusiasm to do a good job of guide, and actively introduce to the tourists and dissemination of Chinese culture;(4) to properly handle travel related services in terms of collaboration, carefully deal with tourists of all kinds of problems;(5) the maintenance of the personal and property safety of tourists, to do a good job of accident prevention and safety tips.三Internship units is introducedCyts Tours travel agency is one of the travel agency of qinhuangdao earlier. Has been fully payattention to return to society and the cultivation of talents. Students over the years has been to "create brand, service satisfaction in a special" to the club for, with "sincere, trustworthy, and against the foresight, safety" for the purpose of the service, enthusiasm for the new and old customer service. With advanced management concept and management system, has a group of skilled, knowledgeable and experienced management and sales team and well-trained and excellent in service. Main business: Chinese citizens domestic tourism, outbound tourism, Hong Kong and Macao tourism, inbound tourism, conference tourism, leisure tourism, folk tourism, etc. Travel agency since its inception, always pay attention to credibility and quality of service, has won the customers at home and abroad and tourism administrative departments of praise.The travel agency has always been adhering to the spirit of enterprise and professional excellence of management attitude, rooted in the tourist destination, history, geography and local conditions and customs, carefully planning each trip, depth of promoting tourism concept; With a comprehensive quality management system, fundamentally guarantee customer has free choice to the journey, feel the happiness四Internship report textDuring the internship, I am very honored to travel agency for internship, during the work from the desk clerk to guide each accumulated many experiences in different work and harvest very much. For this internship, I worked as an intern last year hotel is a long time after the internship, my internship aims to from the practice in the investigation of professional knowledge, combining knowledge and practice, in practice, improve their overall quality, to lay the foundation for future work. I usually is to sell when the tourist route, in the process of practice constantly find my own shortcomings, to increase their own experience of tour and tour guide service skills, improve their communication ability, in a real working environment, self-understanding, temper, exercise state of mind, overcome difficulties and setbacks, appeared in the process of practice truly integrating theory with practice. Followed by and consulting work, is responsible for the reception of the work I first is to fully understand the lines of our travel agency launched, such as what's the schedule of your route, accommodation, transportation, visit scenic spots, and pay attention to matters, and so on. Then slowly understand the content of business skilled, attended the making of the company's new line of products. As a rookie, of course, to do some other trivial work is our responsibility, though it is but I still learned a lot in the simple work, know as a tourism staff no matter in what kind of work is to learn to care to have a strong sense of responsibility. Internship, all the work I have come into contact with a lot of new and more learned to grope for the guest's psychology, also summarizes some experience, know when visitors come should do service with a smile, targeted to introduce visitors to tourism products, in the process of service be sincereattitude to really put yourself in for visitors, these work experience after graduation to me really step into social work will have a greater impact and help.五The harvest in the process of internshipIn the interior of the travel agency work, I not only contact the front desk clerk the reception work, also contact the travel agency internal operation, to a certain extent, to the operation of tourism market were fully understanding and learning, I also had been as a guide of tour to travel. Moreover from my daily management of travel agencies and the observation, in the help of learned subjects such as the deep understanding of management and human resources management, further improving the system of their knowledge and improve their own management capacity. Today this would require a professional technology and comprehensive ability in the talent market to realize their needs, complement each other, make up and further study, for I later no matter in study or life has a great help.(一) ReceptionTalking with guests in the reception work, in the talk when travel, behaviour and so on to the appropriate points. Because the guest's first impression of you is very important, how to let customers trust you in a short time and then work in your team is a good premise. I think, the first to have to smile, let a guest feel a kind of feeling; The second is to introduce circuit to keep to the position of the guest, its good; The third is to hang out on introduction of local consumption to explain to the guest in time, customs, condition and matters needing attention, etc. More important is to keep standing on the Angle of the guest for their sake, they will think we are really very understanding them, for their dedication to service. In short, to the reception and service work, not only to grasp the line process but also to understand grope for the guest's psychological skills, etc. In much the tour reception work represents the image of the travel agency. Due to the comprehensive tourism product has a strong, reception process is the process of the service implementation, so the reception work is a comprehensive very strong work. Because of the tourism product is firstAfter the purchase, consumption, in order to ensure the quality of travel agency, make the guest satisfaction customer satisfaction, all travel agency service process according to the specification, standard, only in this way can make the reception work can go smoothly, so, have very strong normative reception work. Contains the understanding of the cultural tourism activities, and the thirst for knowledge, it has the high culture objectively requires reception work, reception work is the main part of the tour reception service, tour guide reception services not only to help, take care of the guest's journey of life, more important is to spread in the process of interpretation of the culture, so, with strong cultural reception work. Is due to the reception work independently, thereceptionist and guest is two-way communication.（二）Meter adjustableIn the travel agency, bear the brunt of the adjustment to become one of the image. It is done in travel agencies, the implementation of the scheme of total scheduling, commander in chief, the general design. "In charge" in detail, and plan the work has strong professional, autonomy, and flexibility. As if the "communications" is the buyer on hard, meter is the "master chef", with their hands to "sour, sweet, bitter, hemp, spicy, salty" of different flavor modulation out to meet the needs of different groups "taste", really need certain skills. So, the personnel to improve the work efficiency, avoid mistakes should be paid attention to the following issues:1, The first is human.Meter investigators in speech and answer the phone should be polite, courteous, modest, concise, agility, generous, considerate, caring each other, give a person the sense of intimacy, the spring breeze stroke. Every call, every every quotation, each specification confirmation, full of feelings, in order to reflect your sincerity of cooperation, express your confidence, show your strength. Writing letters and official documents to standardization, literally to clean bright beautiful, clear, concise, accurate, in order to win the good opinion of each other, in order to win trust and cooperation each other. A good project personnel, must be a colorful "window" to show this travel agency.2, And then the streamline.Gauge the personnel must carefully read each other from the reception plan. Focus is whether the specific time, number, number of occupancy, single and double rooms, whether children account for bed and breakfast, how government tax to pay. Arrived at the correct time of the big traffic and arrival port, found problems in the verification timely notify the other party, make changes quickly. Also, to the staff for ethnic or religious believers, any special requirements on food, in order to inform the restaurant. If found to have birthday at a local tourists, remember to send him a birthday cake to celebrate. If any increase or decrease in the number, to timely exchange for vehicles. Streamline is the core of the standardization, standardization of prelude, is the foundation of the programming.3, Again is considerate.A "five" (reservation, booking tickets, for cars, tour guides, set meal) is the main task of the personnel. Although things multifarious, but the personnel must always be soberly aware, item by item. To be patient, and pay special attention to two words: the first word is "fast", answer the other question is more than 24 hours, can solve the immediate solution. Have to race against time, quick action. The second word is "must", which is accurate, business-like, no sooner said thandone, of your "no", do not chop and change. In answering inquiries, want to use certain words, yes or not, "yes" to do, what to do with "no". Don't be ambiguous, it is not. Otherwise it is hard to let the customer trust, lack of security, and perhaps the business was "yellow".4, There is diversification.Group of a group is not easy, often to do is to low quality and better price, meter investigators often play a big role in it. As a result, investigators want to ground circuit for several sets of different prices, so as to adapt to the needs of different visitors, and have the reasonable profit space. Personnel with customer "bargain" is a gauge of common, there are multiple solutions, a variety of means, plan adjustment can succeed in the "variable". Can't stick to "a game", plan more, carefully, to complete, you can only be "blocked, have means to resist", even though, I have pat answers.5, The last is better educated.Meter investigators should has the normal operation of the conventional methods, namely also is good at learning, always willing to study in a timely manner to master the changing new trends, new information, in order to improve the level of operation, willing to work hard learning new working method, ongoing charging "self", in order to faster, more accurate, higher, stronger. If you want to master the price fluctuations hotels; Land, sea and air price adjustment, the change of the flight; Local new sights, new lines, not by "listen to a somebody else say," could not only on the phone asked, should pay attention to the on-the-spot investigation. Only grasp the detailed and accurate materials, can play a calm and answer up, ensure smooth homework quickly.（三）The tour guideEven a simple as a tour guide, also be more hard work. A few weeks before the main thing is familiar with every line to the travel agency and a day at the new guide may be going to take some of the tour group, so I will not only went over his former tour guide knowledge, also accumulated some experience. In the process, the key is to be familiar with the tour guide business knowledge. Back commentaries, back to the place, it is important to remember in heart. But also not like to recite the text rote learning, also must want to have fun, to expand the knowledge chain, can be a variety of related knowledge to achieve mastery through a comprehensive study. Over the next few week of time is to own independent take some to xibaipo, guishan, pale mountain tour, etc. As to the number of times increases, the less the newness, repeated work will be a little more, it is more a guide of patience and skill, I perseverance down and no complain call tired, so a month down to get the leadership and colleagues's consistent high praise. In my spare time I also can give their batteries, read some books. Tourist guide tour is not an easy thing, not only must have the skilled tour guide knowledge, rich interesting topic, a variety of entertainment projects, must graspto eat, live, travel, tour, shopping, entertainment, the whole operation process. To have the ability to deal with occasional events flexibly and good psychological quality.六·Internship experience and experienceThrough a travel agency internship, I learned that talent service industry need not only to have certain professional knowledge, more important is to understand how people skills and with people, as well as to the travel agency customer's patience and sense of responsibility, I feel learned in school during the period of theoretical knowledge and their work in practice is not a concept, let's learn the reason why I think this is the school summer vacation, let us to further consolidate and understand the classroom knowledge, cultivate and improve our ability to integrate theory with practice, I think practice is important in tourism management theory with practice, improve the investigation and study, we observed problems, the ability to analyze and solve problems and methods, training college students in the social survival and ability.Practice of more than two months with multiple Tours, which not only make their own professional skills improved, increased the tourism experience of tour, also make oneself more real realized work suantiankula. When my intern period before leaving the travel agency boss recognition of my work and work hard for me praise made me feel great happiness!。